Job Summary: The Service Desk Analyst L1 is the first point of contact for the users who call our IT Service Desk while providing the highest level of customer service. In a senior position, the analyst is expected to work according to his expertise with different accounts, demonstrating all his knowledge. **Responsibilities**: - **Responsibilities of the process**: - Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate - Provide first-level contact and convey resolutions to customer issues - Properly escalate unresolved queries to the next level of support - Walk customers through a problem-solving process - Follow up with customers. - Utilize excellent customer service skills and exceed customers’ expectations - Ensure proper case recording, documentation, and closure - Recommend procedure modifications or improvements - Update or create Knowledge Base Articles to ensure procedures for the service desk are correct - Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users. - Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s) - Additional responsibilities include: - Comply and adhere to Auxis operational processes and security policies - Use of Auxis Service management tools for Incident, Problem, Change, and Configuration management - Attend all operational and project (ad-hoc) related scheduled meetings as required - Your working hours will be following the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Auxis Workforce. Skills and Experience: - **Requirements**: - Personal Competencies: - Commitment to job quality: Capability to work with a sense of urgency, take decisions and achieve the company’s goals with performance results. - Ethics: Work under moral values and good costumes and professional practices, and respect all the policies and procedures of the organization. - Innovation and creativity: Ability to think on new and different solutions to issues or situations faced in the role. - Teamwork: Capacity to collaborate with others, be part of a group, and work with other company’s areas to achieve la organization’s business strategy - Decision making: Capability to analyze different variants and options, considering all the circumstances, resources available, and the impact on the business, to select, in the end, the best option for the business. - Adaptability/Flexibility: Being able to comprehend and appreciate different points of view and adapt to different circumstances quickly and efficiently in diverse situations - Quality and Continuous Improvement: Optimize resources (people, materials, process, etc.) and add value to the operation through original ideas or solutions. - Analytic thinking: Ability to comprehend a situation, identify all its parts and organize it systematically, determine interrelations, and establish priorities to work on. - Technical knowledge: Capacity to acquire, maintain updated and demonstrate all the knowledge and specific experiences that are required for this position - Effective communication: Capability to listen and understand others, to transmit clearly and consistently information required to achieve the organizational objectives **Technical Competencies**: - Academic - B2+ English Language (Oral and writing) - Studying a career related to IT (Computer Science, Networking, Security, etc) - Certifications in (Nice to have) - CISCO CCNA - ITIL - Microsoft MTA - COMPTIA A+ - Experience - 2-4 years of technical support Experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library) - Proven Experience handling tickets and customers - Advanced knowledge and experience with Active Directory, network-shared printers, and drives experiences